Transperth Passenger Information Service

Serco has been providing transport information and ticketing on behalf of Transperth since 1995. Last year we responded to one million calls from public transport users across Perth, and we are currently receiving 25 per cent more calls each month against last year’s figures. Our team has been described by Transperth as, “a strong team of quality people”. Our customers have also taken the time to call the comment line to provide positive feedback to staff, describing our people as “going above and beyond the call of duty to help”.

As part of our solution we provide:

• SmartRider support — a sophisticated ticketing system introduced in October 2005. The system allows passengers to top up the credit on their SmartRider card, which can be used for travel on buses, ferries and trains.
• Responses to the Transperth website’s emails and enquiries, and where appropriate, we redirect queries to the right areas.
• Administration and management of the walk in Passenger Information Counter Services.
• Operation and administration of the Passenger Comment Line, which allows customers to provide feedback on Transperth’s services. Serco was a key player in this system’s redevelopment, which saw improvements in comment recording and emailing to service providers.

We have dramatically improved the operation of the call centre with the development of a web-based package allowing operators to view up-to-date non-timetable related data. In turn, the package frees up our people to focus on other service needs.

In addition to providing information to the public and administration support to our client, we also act as agents for the Great Southern Rail Ticketing Counter.